Troubleshooting

Find the message you're seeing, or the part that isn't working.

Card reader

"No card reader on this register"

This Register doesn't have a reader linked yet. Tap the message to link one, or go to Settings›Card readers and tap Link a card reader. You can still take cash and Enter card details manually in the meantime.

If you see A manager needs to link one before this till can take cards, you're signed in without the Manage Settings permission. Ask an owner or manager to link the reader.

"Could not pair" or "Could not link reader"

• The code expired. Pairing codes last a few minutes. Generate a new one on the reader and enter it right away.
• A typo. The code is three words with dashes, like quick-brown-fox.
• The reader is offline. The reader needs its own Wi-Fi connection. Check it in the reader's settings (swipe in from the left edge, tap Settings, passcode 07139).
• Stripe isn't finished. If you see Finish setting up payments, tap Continue setup and finish that first.

"This till has not finished registering yet"

The Register couldn't reach Paybrain when it started. Check the internet connection, close and reopen the app, then try again.

The reader doesn't show the sale

Make sure the reader is on, charged and connected to Wi-Fi, and that it's the reader linked to this Register. The card readers screen shows which reader is linked under This till. To use a reader that's already paired at your location, tap Link a different reader and pick it from the list.

"Payment failed"

The card was declined or the payment was cancelled on the reader. Tap Back and try again, try another card, or take another payment method.

Receipt printer

"No USB devices found"

The Register can't see the printer. Check that the printer is switched on and its USB cable is plugged into the Register, then try again. Try a different USB port.

"USB permission denied"

Android asks once whether Paybrain may use the printer, and that request was declined. Unplug the printer's USB cable, plug it back in and print again. When Android asks, tap Allow and tick the box to always allow it.

"Print failed"

• Check the paper. The roll may be empty or loaded backwards. Thermal paper only prints on one side, so the paper should feed from underneath the roll.
• Make sure the lid is closed all the way.
• Turn the printer off and on again.

Receipts don't print automatically

That's expected. The Register never prints on its own. After each sale, tap Print receipt on the Paid screen, or tap View sale to email one.

Cash drawer

"Could not open drawer"

The drawer is opened through the receipt printer, so anything that stops printing stops the drawer too. Check that the printer works, then check that the drawer's cable is plugged into the back of the printer, not the Register.

The drawer doesn't open on cash sales

• Check the drawer isn't locked with its key.
• Make sure the printer is connected and printing.

There's no Drawer button

The Drawer button appears in the header only when a printer is connected and, with PIN sign-in on, you have the Open Cash Drawer permission.

Barcode scanner

The scanner works like a keyboard, so there's nothing to pair. If scans don't register:

• Check the USB cable and try another port.
• Make sure you're on a screen that takes scans. On the Register screen, the search box reads Search or scan barcode…
• No item or order for "…" means the barcode isn't on any product yet. Scan it in Products to create one.

Connection

"Can't reach Paybrain"

The Register is offline. Check Wi-Fi or the Ethernet cable, then tap Try again.

Sales show on the wrong day

The tablet's time zone was wrong when your location was set up. Reports and closeouts go by the time zone saved on the location, so fix the tablet in Android's Settings → System → Date & time, then contact support to correct your location's time zone.

Sign-in and PINs

The code didn't arrive

Wait a minute and check your spam folder, or tap Email me a code instead.

Someone forgot their PIN

An owner or manager can open the person under Settings›Employees and enter a New PIN.

Still stuck?

Open a support ticket from the Paybrain web app or app, or email support@paybrain.io. Tell us which Register (a manager can see its name in Settings) and the exact message you see.